Overview
This position is responsible for contacting TLP Participants regarding outstanding debt or paid-in-full loans, while supervising a team and ensuring adherence to relevant laws and regulations.
Key Responsibilities
- Supervise a team of up to 7 staff undertaking Travel Loan repayments.
- Provide training and guidance to team members on TLP repayment systems.
- Support team members by coaching, following up, and responding to complex cases.
- Ensure staff adherence to scripts, SOPs, and compliance with federal and state laws, FDCPA, and FCRA through QC oversight.
- Perform skip tracing techniques to locate parties and negotiate payment arrangements.
- Update Collect! with new information, record contact results, and add notes to LMS case notes.
- Support the National TLP Repayment Officer with technical support for the Collect! service provider.
- Assist in processing incoming payments.
- Undertake duty travel as required.
- Maintain confidentiality and integrity of paperwork.
- Uphold RMM Protection Mainstreaming Minimum Standards and IOM Standards of Conduct.
- Alert supervisor of any non-compliance.
Required Experience
- Work experience with Fair Debt Collection Practices Act (FDCPA) and Fair Credit Reporting Act (FCRA) compliance requirements and best practices (advantage).
- Demonstrated experience in billing and collections (strongly advantageous).
- Demonstrated experience with staff supervision (strongly advantageous).
- Prior experience working with refugee travel loans (advantage).
- Demonstrated proficiency in IOM and TLP proprietary tools and systems (strongly advantageous).
Qualifications
- Bachelor’s degree with four years of relevant professional experience; or
- Secondary education with six years of relevant professional experience.
